Remote Customer Support Engineer – Cloud Data Infrastructure & AI‑Driven Analytics (Western Australia – Fully Remote)

About arenaflex

arenaflex is the worldwide leader in Customer Data Infrastructure (CDI) that powers AI‑driven marketing, digital experiences, fraud detection, and real‑time analytics. Our platform helps organizations capture, enrich, and govern both structured and unstructured behavioral data across any cloud environment. Today, thousands of enterprises rely on arenaflex to turn raw event streams into AI‑ready insights, predict customer actions, personalize experiences at scale, and protect against fraud.

Backed by a $40 million Series B round led by a prominent venture capital firm known for investments in industry‑changing data companies, arenaflex is on a fast‑track growth trajectory. We are looking for inventive, self‑motivated professionals to help shape the next generation of our data platform.

The Role: Why This Opportunity Stands Out

Our product suite is expanding rapidly. We now orchestrate and monitor event pipelines across 250+ customer‑owned AWS, Google Cloud, and Azure accounts. This surge creates a vibrant, technically diverse support landscape that blends proactive guidance with rapid incident response. As a Customer Support Engineer at arenaflex, you will:

• Provide 24 × 7 assistance to a global clientele, diagnosing and resolving complex technical challenges.
• Guide customers through use‑case design, pipeline setup, data recovery, upgrades, and infrastructure management.
• Collaborate with product, engineering, and data science teams to feed real‑world feedback into the roadmap.
• Become a specialist in a wide array of technologies, including cloud platforms, streaming frameworks, and analytics tools.

This is a fully remote role with a focus on candidates located in Western Australia (Perth). You will enjoy the flexibility of working from home while staying closely aligned with our regional technical teams.

Key Responsibilities

• Technical Troubleshooting: Diagnose and resolve issues across the full stack—from JavaScript front‑ends to SQL queries, cloud IAM policies, and real‑time event processing.
• Customer Advocacy: Translate technical concepts into clear, empathetic language, ensuring customers feel heard and supported.
• Incident Management: Lead or participate in on‑call rotations, handle high‑severity incidents, and coordinate post‑mortems.
• Knowledge Base Development: Create and maintain documentation, runbooks, and self‑service resources that empower customers to solve problems independently.
• Product Feedback Loop: Capture recurring pain points, propose enhancements, and work with engineering to prioritize improvements.
• Data Quality Assurance: Validate data pipelines, assist with data reconstruction, and ensure compliance with governance policies.
• Continuous Learning: Stay current with emerging cloud services, streaming technologies, and AI/analytics trends.

Essential Qualifications

• A degree in Computer Science, Information Systems, Data Engineering, or a related field, or a strong coding boot‑camp background with demonstrable technical competence.
• Professional experience troubleshooting cloud‑native applications on AWS, Google Cloud, or Azure.
• Proficiency in at least one scripting or programming language (e.g., JavaScript/Node.js, Python, Go).
• Solid understanding of relational databases and SQL; familiarity with NoSQL stores is a plus.
• Exceptional communication skills—both written and verbal—and the ability to convey technical details to non‑technical stakeholders.
• Demonstrated ability to stay calm under pressure, prioritize effectively, and manage multiple concurrent tickets.
• Passion for data, analytics, and the evolving AI landscape.

Preferred Qualifications & Nice‑to‑Haves

• Hands‑on experience with event streaming platforms (e.g., Apache Kafka, Pulsar, Kinesis).
• Familiarity with containerization (Docker, Kubernetes) and CI/CD pipelines.
• Exposure to data governance, security best practices, and compliance frameworks.
• Previous work in a 24 × 7 support environment or on‑call rotation.
• Experience with monitoring tools such as Grafana, Prometheus, or Datadog.

Core Skills & Competencies for Success

• Analytical Mindset: Ability to dissect complex problems, identify root causes, and devise practical solutions.
• Empathy: Genuine desire to understand customers’ challenges and help them succeed.
• Technical Curiosity: Eagerness to explore new platforms, languages, and data concepts daily.
• Ownership: Proactive attitude toward taking responsibility for tickets, follow‑ups, and continuous improvement.
• Collaboration: Comfortable working across time zones with engineers, product managers, and data scientists.
• Time Management: Ability to balance reactive issue resolution with proactive documentation and knowledge‑share initiatives.

Career Growth & Learning at arenaflex

arenaflex invests heavily in its people. As you master the support stack, you will have clear pathways to advance into senior technical support, product specialist, solutions engineering, or even engineering roles. We provide:

• Dedicated learning budget for courses, certifications, and conferences.
• Mentorship programs pairing you with senior engineers and data architects.
• Quarterly internal tech talks covering cloud innovations, AI breakthroughs, and best‑practice data engineering.
• Opportunities to contribute to open‑source components of our platform.

Work Environment & Culture

At arenaflex, we champion a diverse, inclusive, and high‑trust culture. Our remote‑first philosophy means you can work from anywhere, but we value regional connections—hence the focus on Western Australia talent. Highlights include:

• Flexibility: Choose a schedule that aligns with your personal rhythms while meeting coverage needs (Monday‑Friday, UTC+8, approx. 8 am‑5 pm local).
• Team Spirit: Regular virtual coffee chats, team‑building games, and an annual global “arenaflex Summit” where employees share wins and future visions.
• Inclusivity: A zero‑tolerance policy for discrimination; we celebrate different backgrounds, perspectives, and experiences.
• Supportive Leadership: Managers who encourage experimentation, provide constructive feedback, and champion career aspirations.

Compensation, Perks & Benefits

While exact figures depend on experience, we offer a competitive total rewards package designed to attract top talent, including:

• A base salary aligned with market rates for Western Australian tech professionals.
• Equity share options, giving you a stake in arenaflex’s future growth.
• Generous paid time off, plus additional holidays for global team members.
• Home‑office stipend covering a high‑performance laptop (MacBook) and ergonomic accessories.
• Comprehensive health, dental, and vision coverage.
• Enhanced parental leave policies (maternity, paternity, shared parental, adoption).
• Continuous learning allowance and sponsorship for certifications.
• Employee assistance programs promoting mental health and well‑being.

How to Apply

If you are a problem‑solver who thrives on technical challenges, loves collaborating with global teams, and wants to grow alongside a market‑leading data platform, we want to hear from you. Submit your résumé, a brief cover letter highlighting a recent tough technical issue you resolved, and any relevant code samples or project links.

arenaflex values potential as much as experience. Even if you don’t meet every qualification, your drive, ownership mindset, and eagerness to learn could make you the perfect fit. We invest in our people and will provide the training you need to succeed.

Join arenaflex and Shape the Future of Data‑Driven Experiences

Take the next step in your career with a company that is redefining how organizations harness real‑time customer data. Apply today, and become part of a vibrant, forward‑thinking team that celebrates curiosity, innovation, and impact.